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Business rules installed with Connect Support

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Business rules installed with Connect Support

Connect Support
adds the following business rules.

Business rule

Table

Description

SNC - Chat Queue Average Wait Time

Chat Queue Entry

[chat_queue_entry]

Populates the Average wait time field on the Chat
Queue table with a calculated value when a support conversation is accepted. The
calculation is based on the last 20 support conversations for the queue.

SNC - Chat Queue Entry Duration

Chat Queue Entry

[chat_queue_entry]

Populates the Duration field on the Chat Queue Entry
table with a calculated value, based on the amount of time the support
conversation was open.

SNC - Reflect Support Record in Q.Entry

Live Group Profile

[live_group_profile]

Populates the Document table and Document
ID fields on the Chat Queue Entry table when an agent creates an
incident from a support conversation.

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